I've been working as a quality analyst in the Customer Service industry for three years. I speak English (C1), Spanish (native) and portuguese. I've worked for companies like Airbnb. I can listen to calls, check messages and chats and follow through with a guide to determine if the interaction with the customer was successful or not, check the areas of opportunity in professionalism, compliance or business needs. I can also provide coaching to representatives and provide insights on how the service delivery can be more effective.